The Customer Self-Service borrower web page application has both a borrower account Profile lock and a Login lock as security features.

• The Profile lock suspends a borrower without an account from being able to submit information to create their account profile.
• The Login lock suspends a borrower with an account from being able to log into the web page.

A Customer Self-Service Profile lock blocks the creation of a new borrower account profile in Customer Self-Service. A borrower must create a new account to access Customer Self-Service, and the Profile lock will block creating a new account.  The Profile lock is created by entering the wrong borrower identification information required to create the new account. If the same wrong information is entered too many times, the Profile lock will be enabled, preventing any further attempts. The borrower should contact their financial institution customer service representative to properly identify themselves and resolve what wrong information they have been submitting. Then, the financial institution representative can disable the Profile lock, using the Customer Service right-click screen for that Loan and Borrower.

When a borrower does have an account in Customer Self-Service, logging into the account can be blocked by a Logon lock.  The Login lock is created by entering the wrong account login information too many times. The borrower should contact their financial institution customer service representative to properly identify themselves and resolve what wrong account information they have been submitting. Then, the financial institution representative can disable the Login lock, using the Customer Service right-click screen for that Loan and Borrower.

Both of these unlocks are described in the Servicing Director Customer Self-Service Administrator's guide.

ArticleNumber:

000054422